Here, the system displays the Messenger incoming accounts and their status. Enquiries received via these accounts are routed to agents as chats. Above these are buttons for creating, deleting, activating and deactivating of incoming accounts. Clicking the ‘Status’ button opens the relevant log file.
Inhalt/Content
List view
The list view under Administration –> System –> Incoming accounts takes some basic information from all existing accounts:
- Status: The status of the account is displayed using traffic light colours:
- • The account is active.
- • A warning has been issued. This may mean that a processing error occurred when an email was retrieved from the inbox. This may have been caused by a misconfiguration in the knowledge base (non-existent template set?). In this case, the problematic email is not retrieved from the server and processing is attempted again during the next polling cycle.
- • The account is currently not working. The reason may be that the account or the core process is disabled or the inbound accounts have been disabled via System Settings –> System –> Incoming Accounts. More detailed status information is available by mouse-over over the colour point.
- Active: Indicates whether the account is activated.
- Name: The name of the account
- Channel: The channel through which new queries enter the account
- Protocol: The log used to receive the data
- Tenant: The Tenant to which the incoming account is assigned
- Email address: The email address of this incoming account
- Incoming: The count of mails still waiting on the mailserver for being picked up by the iAGENT Server.
- Use: The overall count of mails went into this incoming account since activation of this incoming account
The list of incoming accounts can be sorted using the individual column headers. Click on a column header and the list is sorted according to this criterion in alphabetical order. Click on it again and the list is sorted in reverse alphabetical order.
To filter certain entries from the list, use the Filterbutton. In the columns Status and Active, you can filter according to the pre-defined options using the drop-down menu. In the columns Name, Channel, Protocol and Tenant, you can search for specific entries. Searching starts with the first letter entered and presents a list of all results that match the input. Each additional letter refines the search result.
To remove an incoming account from the list, select it by clicking the corresponding checkbox. This activates the Delete button. Click on it and the inbox account will be removed.
If deleted incoming accounts exist, the New button gets a dropdown feature.
Click on the arrow to obtain the option Restore. Clicking on Restore opens a dialog menu with all deleted incoming accounts. Select the in-box incoming account/accounts which you want to restore – use the search box to quickly access the in-box account for longer lists. As soon as you have selected a deleted incoming account, the Restore button is active. Click on it and the account will return to the list view of the in-box accounts.
Click on an entry from the list to edit its configuration.
General tab
- Name: The name of the incoming account. This is a free name that is independent from the POP3/IMAP account name
- Email address: Send the email address to the messages for this account.
- Channel: The input channel through which messages from this account are received. Possible channels are:
- Letter (Preview mode is automatically activated: Not the content of the mail, but the image preview of the attachment will be displayed to the agent initially)
- Fax (Preview mode is automatically activated: Not the content of the mail, but the image preview of the attachment will be displayed to the agent initially)
- SMS
- Social media
- Protocol: Depending on the input channel, messages with different logs can be received:
- POP3
- POP3S
- IMAP
- IMAPS
- Further, proprietary formats can be added individually by app developers.
- Exposure (incoming/outgoing): Defines the maximum number of messages retrieved during a routing cycle. The default setting for this parameter is set in the system configuration. You can obtain more information on this from your novomind project manager.
- Tenant: Displays to which tenant the incoming account belongs. If the account is not assigned to a tenant, this is displayed by the specification All and the account is visible for all agents.
- Outgoing account: Selects the account to be preset by the system for the response. The response account can differ from the incoming account.
- Reply to address: Defines the primary response address for the account. The system uses this address by default if none of the alternative reply addresses have been selected (see next entry).
- Alternative reply to addresses: Lists alternative reply addresses of the account. The agent can select these response addresses as an alternative to the default response address for this account.
- Disallow answer: Activate this checkbox if the messages received via this account are to be read but not responded to.
- Index documents for full-text search: You can index for the full text search the content of all messages received via this account and/or all responses of the agents to incoming messages in this account by activating the respective checkboxes.
Fax tab
If you select Fax as channel for an in-box account, the configuration mask is extended by the tab Fax :
Fill in the following fields with the corresponding data:
- Gateway domain: Domain of the fax gateway
- Prefix: Character string placed before the recipient call number
- Postfix: Character string to be placed after the recipient call number
Click on Save Button to save the settings.
Tab for selected protocol
Depending on the associated protocol of the incoming account, another tab with the name of the protocol will appear in the incoming account dialogue. Channel specific information will be editable on this tab. For POP3 or IMAP a further tab SMTP will be shown.
Passwords may have a maximum length of 24 characters. Some special characters (such as §) are not allowed in the password.
On the SMTP tab, an extended SMTP-Logging may be activated. This setting leads to further logging information in the account specific logfile (outgoing.<ID>.log): The SMTP Server IP, the queue ID of the sent mail and the response of the first SMTP Server will be logged additionally. These details will also be saved on the sent mails as X-HEADER which makes analysis of unsuccessful deliveries much easier.
Individual settings tab
The Individual settings tab is initially not assigned. You can configure numerous individual properties for the incoming account by input of specific keys.
To do this, click the New button. In the dialog box that appears, enter the required key and the corresponding value.
Click on OK and then on Save Button
For more information on the available keys and settings, please contact your novomind project leader.
Click on the column Value of an existing key in order to edit it.
You will delete a particular key by selecting the corresponding checkbox of the key. This activates the Delete button. Click on it and the key will be removed from the list.